21 Apr
EOC Team Lead
Vacancy expired!
- Provides quality internal and external customer service surrounding the Company values.
- Responsible for direct reports within EOC analysts and specialists and their performance growth, this is to include coaching, problem solving, workload management, and oversight.
- While on shift, expected to support analyst and specialists whether they are a direct report or not.
- Complete understanding of client service level agreements and the ability to recognize and act on priority incidents.
- Proactively manages the queue to ensure stale tickets and outstanding issues are prevented.
- Acts as the first point of contact for escalated issues from team members on shift, identify root causes and assist employees through escalation or resolution
- Personally, tend to client issues, complaints or problems and take necessary action to remediate.
- Responsible for the day to day application of organizational policies and procedures.
- Ability to interface with clients, peers, and management personnel in a professional manner with consistency.
- Ensure all quality issues, client complaints, and training items are acknowledged and understood by team members.
- Assist managers in ensuring staff has the appropriate level of training to effectively perform the duties and responsibilities of their job.
- Monitor employee performance and communicate with manager to develop action plans for improvement as needed.
- Ticket Monitoring: Team Leads should be familiar with tickets in queue, assisting to work and resolve stale items.
- Daily tracking of phone queue to ensure customers are being serviced within service level agreements.
- Participates as Communication Manager during shift when Incidents occur.
- Handles Management escalations and questions when management is not present.
- Other duties as assigned.
- Customer service focused and portrays energy, professionalism and welcoming characteristics.
- Strong ability to work in a highly sensitive and confidential environment.
- Ability to meet deadlines and handle sensitive and pressured situations.
- Ability to identify issues and help develop strategy and tactical plans for various department initiatives
- Ability to use good judgment and decision-making skills
- Ability to use a PC, keyboard, and other standard office equipment
- Adequate professional experience and knowledge to perform Job Responsibilities
- Excellent verbal, written, and interpersonal skills
- Ability to prioritize and organize effectively
- Ability to work on multiple projects simultaneously
- Ability to work both independently and with others
- Ability to operate in a fast moving, team-oriented, collaborative environment with tight deadlines
- Proficiency in using MS Office Suite and Windows-based computer applications
- Prior experience particularly in the data center industry
- Office environment
Vacancy expired!